Wiyono, Elke and Khuzaini, Khuzaini and Lestariningsih, MArsudi (2021) CONSIDERATING THE IMPACT OF SERVICE INNOVATION COMPETITIVE ADVANTAGE ON CUSTOMER SUCCESS AND IN THECLINIC. International Journal of Economics, Business and Management Research (IJEBMR), 5 (5). pp. 111-125. ISSN 2456-7760 (Unpublished)
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Abstract
The aim of this study was to use word of mouth (WOM) and competitive advantage in Surabaya's Total Life to affect patient safety and service innovation. Its participants were members of Surabaya's Total Life Clinic, and the sample size was 90 respondents. They gathered data by handing out questionnaires. Descriptive statistics and partial least squares were used to analyze the results. As the results, this study indicated that: (1) the patient safety had a significant effect on word of mouth; (2) service innovation affected word of mouth; (3) patient safety had no significant impact on competitive advantage; (4) service innovation affect competitive advantage; (5) name of mouth affected competitive advantage; (6) patient safety had a significant effect on competitive advantage through word of mouth; (7) service innovation had a significant influence on competitive advantage through word of mouth.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Competitive Advantage, Patient Safety, Service Innovation, Word of Mouth |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Depositing User: | Hangga Danutomo |
| Date Deposited: | 19 Mar 2025 07:14 |
| Last Modified: | 19 Mar 2025 07:14 |
| URI: | http://repository.stiesia.ac.id/id/eprint/7487 |
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